Vendor Manager – Contact Center Operations (USA)
Location: Remote
Salary: Competitive
Contract Type: Permanent
As we continue to grow and evolve, we’re looking for a commercially minded and operationally focused Vendor Manager with strong contact center sales experience to join our Operations team. This role is central to driving performance and culture across our global BPO network.
This is a high-impact role where you’ll work closely with our internal teams and external partners to ensure the successful delivery of KPIs and sales outcomes — all while ensuring a seamless customer experience and strong alignment with D&G values.
Key Responsibilities:
- Manage BPO performance with accountability for key sales and service metrics including: Cost, SLAs, AHT, Sales, CSAT, NPS, Quality, Retention and similar performance indicators.
- Serve as the main point of contact for contact center vendor relationships, managing escalations, identifying real and potential problems and providing resolutions, alternate solutions, and risk mitigation plans.
- Effectively evaluate performance and proactively provide feedback to vendors to increase performance and customer satisfaction.
- Manage performance and mitigate risk of KPI misses. Monitor reports and help to identify new report opportunities to support driving the business forward. Support building the weekly trade pack for the US operation.
- Identify potential risk, implement key controls and measures to ensure performance objectives are achieved.
- Collaborate with executive leaders in establishing appropriate contractual terms.
- Facilitate cross functional communication and work effort between business stakeholders.
- Identify improvement opportunities that will help increase sales/efficiency by identifying any gaps in the process/technology/data/performance.
- Audit vendor invoices and ensure they are billed according to contractual agreement.
- Closely monitor forecasted staffing requirements and BPO attrition levels.
- Work with training teams to launch ongoing and new client training initiatives.
- Present and recommend improvement opportunities for process and application based on agent feedback and call listening/side by side
About you:
You’ll be a confident and performance-driven leader with hands-on experience managing third-party contact center teams. With a strong background in contact centre operations, you’ll bring the analytical mindset, communication skills and commercial acumen needed to get the best from our vendor partners.
We’re looking for someone with:
- 3–5 years’ experience in a sales-focused contact centre operations (ideally with BPO exposure) or vendor management role.
- A strong track record of managing KPIs link ed to sales targets, quality assurance and customer retention.
- Evidence of driving motivation within a team working with solid and dotted line reports.
- Strong analytical skills with experience using data to drive decision-making.
- Excellent communication skills and the ability to build relationships at all levels, including C-suite.
- Experience in report writing and delivering compelling business presentations.
- A proactive approach to identifying opportunities, solving problems and managing risk.
- The ability to work effectively in a dynamic, fast-changing environment.
- Proven experience managing cost in line with budget expectations.
At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.
